Jaanika O

How can I exclude tickets based on a specific tag from the CSAT % result? 

Adding an attribute, as mentioned in the article, does not work for the satisfaction score:

How can I exclude tickets from being counted towards satisfaction % based on a specific tag?

Adding an attribute as explained here does not work.

Hello!

I would like to see the average amount of public comments per day of week. The goal is to have at least 15 public comments per day and I would like the report to show the current process.

I tried the COUNT(Agent comments) / DCOUNT_VALUES([Update - Date]) metric with filters for public comments and role as agent/admin and got quite close.

I have 2 issues:

1. If there has been more than 1 public comments on one ticket, it will still be only considered once in the average calculation.
2. What if there are no results on some weeks - for example, I will look at 1 month period and want to see the average public comment number based on the day of the week. I will do 20 public tickets on the first two Mondays of the month and then go on a vacation. Will the result be calculated as (20+20)/4 since there are 4 Mondays in that month, or will it be (20+20)/2 since I only updated tickets on the 2 Mondays that I worked?

Is it possible to disable the Intelligence for specific organizations?

Once generative AI is enabled, will it check through all incoming emails or only when you use one of the Enhance writing options or Generate summary?